Customer Experience Strategy Leader

Overview We are seeking a seasoned Customer Experience Strategy Leader to join our team. As a key contributor, you will play a vital role in shaping the strategic agenda for our Customer Experience sector.

Your primary responsibility will be to grow and deploy a high-performing team of experts to provide value-added support to the business. You will oversee the team's performance across all key performance indicators (KPIs), ensuring excellence in case billability, quality, content creation, and more.

In addition to team leadership, you will directly contribute to cases, proposals, client workshops, and other projects based on your extensive experience in the domain. Your expertise will be showcased through presentations at meetings and conferences, where you will share your insights and thought leadership.

Role Context Our Customer Experience consulting team helps clients transform their businesses at scale, driving cost-effective growth and lifelong value through omnichannel and digital strategies. As a Senior Manager – BCG Vantage, you will partner with consulting leadership to bring new consulting offers to market and equip case teams with the latest insights and tools to drive client impact.

Responsibilities You will serve as a trusted advisor and subject matter expert to case teams and consulting leaders, helping them structure and solve complex issues. This is a diverse role that will engage you in various product marketing, sales enablement, and expert consulting assignments. You will conduct research to support offer development and go-to-market efforts, build and deploy client diagnostics to scope customer experience innovations and improvements, and partner with consulting teams to contribute to proposals and client workshops.

To succeed in this role, you must possess a unique blend of analytical and creative skills. You will need to conduct quantitative and qualitative analyses to map customer journeys and assess the business impact of meeting customer needs. Additionally, you must be adept at understanding market priorities and crafting product messaging to communicate our customer experience value proposition and impact. An entrepreneurial flair is also essential, as you will need to stay ahead of the latest innovations and work to constantly evolve our CX perspectives, insights, and client diagnostics so we can answer our clients' toughest questions.

Required Skills and Qualifications To excel in this role, you will need to possess :

Deep expertise in customer experiences across online and offline touchpoints

The ability to develop customer-centric strategies that drive growth, cost efficiency, and lifelong value

Strong research skills, including conducting quantitative and qualitative research to understand customer needs and pain points

Excellent mapping skills, including identifying 'moments of truth' and designing target experiences

The ability to scope and implement AI, automation, and digital solutions to transform customer engagement

Strong data-driven decision-making skills, including building data-driven business cases to prioritize CX investments and innovations

Effective communication skills, including presenting to clients and stakeholders in a credible and confident manner

The ability to work collaboratively and effectively in a group dynamic, often virtual

Proficiency in agile ways of working

Flexibility and a curious, creative mindset

The ability to navigate complexity and ambiguity

Benefits This role includes a total compensation package that includes a base salary, annual discretionary performance bonus, contributions to our Profit Sharing and Retirement Fund (PSRF), and a market-leading benefits package described below.

Total annualized compensation for Chicago & Boston-based employees is expected to be approximately $174,100, with an annual discretionary performance bonus ranging from 0-30% and a 5% PSRF contribution increasing to 10% after two years of service. Contributions are vested immediately, with no waiting period.

Others We are committed to offering a comprehensive benefit program that includes everything our employees and their families need to thrive. Our equal opportunity employer policy ensures that all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under law.

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